Blue Ridge Travel

Good Afternoon Mr. [redacted],Your refund check was processed on June 5, 2015 and I expect that you will receive it within 10-14 days. Although there is animal damage, if a seam separation was present, I would have gladly arranged for a technician to repair it on a best effort basis.I apologize that you remain dissatisfied.

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...

of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
I have researched the two claims that the customer has made with
[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:
[redacted] –for a child falling and grasping the leather causing it to tear) and
find that these are certainly claims that should have been covered based on the
terms and conditions of the plan. It is important that our customer acknowledges
that the terms and conditions of the plan are set forth in a manner which makes
the coverage fair for all consumers alike and we support the procedure (like
any other protection program sold on electronics, automobiles, or home
appliances) that a claim should be reported initially to determine if it falls within
the coverable guidelines.
Here at Bobs Discount Furniture our customers are the most
important part of our business and in an effort to provide this customer with
satisfaction we will offer to assist the customer directly with the concern
from claim #[redacted] > tearing of leather.  In reviewing the customer’s pictures (as
submitted to [redacted]) it has been determined that this is an unrepairable
damage.
Regretfully we no longer have this particular sofa as part of our
stocked sales lineup – we can offer to provide the customer with a store credit
for the price paid on the item so that they can reselect to a different sofa
from our current line up. Please communicate to the customer that should this
option be accepted we will cover the delivery charge of the new merchandise and
expect to remove the current sofa from
the home on the same date we deliver the new selection.
-Or-
We can offer what is called a ‘concession to keep with damage’.
This comes in the form of a settlement offer to refund 20% of the purchase
price of the sofa to the original method of payment ([redacted]
Account). In accepting this offer the customer is agreeing to keep the sofa with
the tear and not expect any further/future recourse for this concern from Bobs
Discount Furniture directly.
Please have our customer review the options we have set forth and
respond with what option (1 of the 2) they feel may work best for them to move
forward with.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
multiple appointments and damaged product continues to cause our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something...

additional after their concerns
have been resolved.
Our records indicate that we delivered (7) items to this customer
on 12.30.2015 with the loveseat having only this reported concern of missing
hardware. To say that we deliberately deliver our customer’s damaged product is
slanderous and a gross exaggeration in comparison to the success level of the nearly
4,000 deliveries a day that we are routed out for. I also checked the delivery stop
records for the team associated with this customer’s stop and I was unable to
locate any occurrence of missing hardware on the eight previous stops they
completed before arriving to this customer’s residence (or even the four stops
that occurred after this customer). The report of the team’s lack of
professionalism and ownership will be addressed internally as this type of
behavior being displayed seems to have escalated the disappointment the
customer is certainly entitled to feel. We are a business and regardless of the
specific level that failed, we are all expected to take responsibility for our
customer’s concern.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. As the retailer we have taken full responsibility for the
damages that may have occurred at the factory overseas during the building
process and we have set up a resolution that follows the business practices
that we visibly outlined to our customer during their time of purchase (see
sales invoice – Service Policy).
We are very sorry that this issue
occurred and we never anticipated letting our customer down, we currently have
a service scheduled (1.07.2016) to rectify this concern. Should the customer
require a special request (I.E. - time frame request or a specific date
request) we are open to submitting this request to our routing department so
the new appointment may have less of an impact on their current schedule.
At this time we are looking forward to completely resolving this customer’s
concern on 1.7.2016 and should the customer still be seeking an apology amount
from us they will be able to speak with our Customer Care Office prior to the
technician leaving their residence on 1.7.2016. We will review the account and
at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon [redacted] I’m sorry to learn of the extreme disappointment you have experienced with your bed and the lack of care you have cited receiving while speaking with our Customer Care Department. I must admit I was very confused by the email you sent me as the Revdex.com has not submitted us any other responses from your claim. I was able to log into the Revdex.com site and find the ‘rejection response’ you sent today. The Revdex.com hasn’t technically submitted this response to us but I was able to do a little digging and find it. We certainly don’t want you to be without a bed, hence the reason we offered you a reselection to another bed of your choice. We would be able to do the swap for you on the same day. Yes – in returning the bed for a refund we would physically need the bed back prior to being able to refund you any associated cost paid to us for the product. As you have indicated (and please correct me if I am still confused) that you more so want to keep the bed you have then deal with returning the product we have listed a courtesy option for your review below, I will email the Revdex.com administrator and make her aware of this offer as well. Courtesy Offer for Concession to Keep the Bed AS IS: We will provide you with a refund (Corporate check that can take up to 16 days to receive) based off of 50% of the cost of the bed. In accepting this refund offer you are agreeing to keep the bed and its components AS IS- with no further warranty coverage thru Bobs Discount Furniture. According to your original sales order you were charged $799.00 for the [redacted] 50% = $399.50. If you’d like to accept this option please feel welcome to respond to Tracy (included in this email) and myself and we will get the necessary paperwork arranged for you. I must admit that this option doesn’t read as the most customer friendly however I assure you that we are trying very hard to come up with an individual resolution that may offer you some satisfaction based on the various responses you have sent. Kindest Regards, Stephanie ** G[redacted] Customer Care Corporate Liaison [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information.  If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited.  If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy

Good Afternoon Revdex.com-
We are very sorry for the delay.  Refunds can only be processed to the original
method of payment.  When the customer provided
the store with her credit card information the store should have compared to
the original sale.  They would have seen
it was not the correct card to refund and they would have been able to advise
the customer.  When incorrect information
is applied to a refund, it stays waiting on hold to be corrected.  This has now been corrected by the store and
the refund should process without further delay. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that this
customer is unhappy with the purchase that was made.   This merchandise was purchased from our
Outlet area in the store and was sold “as is, no warranty”.   This merchandise is clearly marked in the
store and kept...

in a separate area to avoid any confusion. 
The sales
order the customer signed is noted in two separate areas with this policy,
please see attached.  In the notes the
sales person added it is marked under Special Instructions “ No Service,
Warranties or Returns” and in the last page of the sales order, reviewed and
signed at time of purchase, in the area marked as SERVICE POLICY
 
Merchandise
purchased from our “Outlet” or Clearance Centers that is not brand new/factory
fresh is excluded from these factory defect guarantees.
We did offer a Best Effort service
to this customer out of extreme concern for the safety of the household.  The tech found that the springs could not be
repaired.  If this customer would like to
purchase a new spring kit and an installation service we can certainly offer
that option.  This set was sold to this
customer at more then 50% off regular retail. 
It was sold as is, no warranty. 
It was sold with the understanding that it is not brand new factory
fresh merchandise. 
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

It  was the supporting beams that were missing from our bed.  However, since my husband got nowhere with customer service, he called the store.  The manager at the store actually took the support beams off the bed in the store and gave it to my husband.  If only customer service was as helpful I would have never had made the complaint.

Complaint: [redacted]
I am rejecting this response because: Again, there is no need for this business to reply. I am not satisfied with them. Their employees told me I was still covered. I should have been told that the seat cores were not under warranty any more.  This business wanted to pay half of $150 for replacemenrs. Again, I should not have to pay when THEIR EMPLOYEES told me I was covered. This is their mistake and they should have the decenty to make up for THEIR mistake.Again, if this business us not willing to cover the cost for what THEIR EMPLOYEES told me I was still under warranty for, I do not want to hear back from them.  What company cannot pay $150 to cover their mistake? I don't care anymore that this is not under warranty. This is about 2 of their employees telling me I was covered. If the seat cores are not replaced at no  cost, a negative  review will be left on Revdex.com.  The business has my number on file. They can call if they're willing to be decent. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
I am truly sorry that the care I had hoped to communicate
via our first response could not be accredited by our customer.
We are clearly offering recourse for the damaged
materials so I believe our response may have been misperceived all together. I
communicate again that as a business we take responsibility for the failures
and have made exceptions in an effort to honor our customer’s demand for an
individual assessment.
The fact remains that no amount of money is going to make
the overall poor experience endured OK however as a retailer we most certainly
want to offer a token of our apology. As a retailer that believes in fair
business practices for all consumers alike we are unable to provide an apology
offer based off of any individual’s time. We clearly failed to render the
delivery experience expected therefore it is reasonable and fair to return the
associated fees for this service.
I do hope our customer can understand that this concern is
still in process and open, there has yet to be a report or pictures provided in
reference to the “damaged materials” . After this information is received we
will have further offer(s) for our customer to review in regards to a monetary
return.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for any miscommunication that occurred.  The error was corrected and the customer did receive the credit for the Goof Proof plan as the damage was reported within the first year.  We are very sorry for the confusion on our part. Sincerely,...

Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I hold firm to my statements in my original complaint and subsequent response. $25 does not begin to fulfill my belief that the entire set should be removed from my home and that I be fully reimbursed or that at least the mattress should be replaced by a reasonably durable and functional one. The advertising for "Mismatched" mattresses and foundations online on Bob's Discount Furniture's site is false and misleading.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied.   We agree that the delivery should have been
completed on the first attempt.  We do
offer compensation for our failures.  We
hope that the customer will reach out to customer care for an account review
for compensation, we base the offer of compensation on the delivery failures
only.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control...

over the
availability of some product. As this was a shipment our inventory system
clearly expected in sooner we scheduled based on the date the manufacturer had promised
us.  When we were informed the pieces
were going to be delayed we reached out to inform the customer.  Often these shipments will be stuck in
customs or delayed due to shipping issues.
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.    The refund
paperwork has been processed and released to Am Ex.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture

Good Morning Revdex.com-
We received this customer’s concern through another avenue.  The concern has been addressed and this
customer is...

scheduled for the new delivery for 3/9/16.
Please let us know if there are any other questions or
concerns.
Sincerely,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that this purchase did not live up to the
customer’s expectation or ours.  We did
set up the reselection credit for the customer to replace the set.  I have reviewed the reselection credit and
find that it has been set up correctly. ...


The Goof Proof Plan allows for a one time replacement on the
pieces.  That fulfills the contract.  The manufacturer covers the pieces until the
one year anniversary of delivery, the GPP then covers the pieces from year two
to year five.  It does allow for
unlimited parts and service but only allows for replacement one time.  The customer then can choose to purchase a
new plan for the new pieces or can have the pieces delivered with the one year
manufacturer’s warranty. 
We have noted in the credit that we will not be charging a
new delivery fee. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Our policy fully discloses that the mattress only is
refundable. See my previous response (below) with the bold highlight added for
reference.
We
have made special accommodations for this customer by removing the mattress
from their home on 10.31.2015. While we apologize that the non toxic odor smell
became unbearable for our customer we are unable to make any other exceptions
to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the
mattress:
[redacted]
The phone number provided is not to our Customer Care
Office, as indicated that is our retail location and I personally took care off
all paperwork needed and provided the directions so the customer’s call would
be hassle free.
Please note as the customer is communicating their desired
settlement has been reached by using an alternative avenue the customer’s
concern has been fully resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  
Sincerely,
[redacted]

Dear Revdex.com,
We are very sorry that the customer has had to endure this concern.  This purchase was made in 2012 and is far
outside any warranties. All merchandise purchased from Bob’s comes with a one
year standard manufacturing warranty. 
As this piece is no longer under...

warranty the customer
was offered a billable service.  This
service was set up so that the tech could establish if the piece was repairable
and if parts were needed, what parts would be required to bring the piece back
to showroom quality.  The service did not
include the cost of the parts.  Parts
would be at the customer’s expense.  We
would not order parts before the inspection; we would not want the customer to
pay for parts that were unnecessary. 
It is the consumer’s responsibility to secure any
furniture in their home.  Anti tip kits
are available from online retailors, hardware stores and big box
retailors.  It is not possible for
retailors to be aware of which customer’s have children in the home and which
of those children might climb or pull or tip merchandise.  As parents it is our responsibility to
safeguard our homes and our children. 
This dresser has been in the home for over four years with no concerns
reported.  We would not be able to offer
any resolution on this concern. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and false credit check and written letter to the credit reporting agencies. My complaint also detailed an additional purchase for a coffee table set 3 weeks later that has not been resolved so I went into the store a got a refund 9 days after the purchase that was told would be delivered to store a 2 days earlier.for the coffee table set.
Sincerely,
[redacted]